CRM
Tag closed Intercom conversations onto Salesforce contacts in real time
On each Intercom conversation close, classifies the topic with OpenAI and appends it to the matching Salesforce contact's activity timeline so the topic never goes stale…
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom conversation.closed webhook firesIntercom
- ActionClassify topic and sentiment with OpenAIOpenAI
- LogicMatch contact in Salesforce by email
- ActionLog a completed Task on the contact timelineSalesforce
- OutputAppend topic to rolling recent-topics fieldSalesforce
What it does
Instead of batch-fixing stale records, this keeps Salesforce current by reacting the moment an Intercom conversation closes. It classifies the conversation topic and sentiment with OpenAI, finds the contact in Salesforce by email, and logs a task on their timeline plus updates a rolling "recent topics" field. This prevents the backfill problem from recurring.
When to use it
Deploy this after you have backfilled history and want to stop topic data from going stale again. Best for teams where support conversations should immediately inform sales context.
How it works
An Intercom webhook trigger fires on `conversation.closed`. The workflow extracts the transcript and primary contact email. OpenAI returns a topic label and sentiment. A logic step checks whether a matching Salesforce contact exists; unmatched emails are skipped. The final step writes a completed Task to the Salesforce contact and appends the topic to a multi-value `recent_intercom_topics` field, trimming to the most recent five.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SalesforceAccounts, opportunities, cases.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.